📞 Incoming WhatsApp Calling API – Your Complete Guide
🌟 Introduction
The Incoming WhatsApp Calling API is a newly launched feature in DoubleTick that allows your customers to place voice calls directly to your WhatsApp Business number.
Instead of relying only on text messages, your customers and prospects can instantly connect with your team through voice — making conversations faster, more personal, and more engaging.
The best part? 👉 All your customer interactions — messages + calls — stay in one place inside DoubleTick.
This makes managing communication smoother for your team and helps you deliver a professional and reliable customer experience.
Let’s break it down step by step.
🌟 What is the Incoming WhatsApp Calling API?
The Incoming WhatsApp Calling API allows customers to call your business directly from WhatsApp.
For example: If a customer is chatting with your team and feels that a quick conversation is needed, they can simply tap the call button inside WhatsApp and connect instantly.
With DoubleTick, this isn’t just a call — it’s fully integrated into your business workflows:
📲 Call pop-ups inside your DoubleTick dashboard
🎙️ Automatic call recordings (with option to download)
📂 Call logs to track missed, declined, and completed calls
🔗 Calls + chats in one thread with timestamps
It feels as natural as regular WhatsApp calling — but optimized for business use.
✅ Who Can Use It? (Eligibility)
Not every business can enable this feature right away. There are a few requirements to ensure quality and compliance:
WABA tier → Your WhatsApp Business Account (WABA) must be in the 1K+ business-initiated messaging tier.
Supported countries → Your business number must be registered in a supported country.
❌ Currently, the feature is not supported for numbers in:
USA
Canada
Turkey
Egypt
Vietnam
Nigeria
Customer reach → Customers can call in from anywhere WhatsApp is available worldwide, even if your business number is only registered in a specific country.
🌍 Can Businesses Receive International Calls?
Yes!
As long as your business number is from a supported country, you can receive calls from anywhere in the world where WhatsApp works.
⚠️ Outbound calls (business-initiated) are restricted in USA, Canada, Turkey, Egypt, Vietnam, and Nigeria.
💡 Why Should Businesses Use It?
Modern customers expect quick, human-like conversations. While messaging is convenient, sometimes a call is the fastest way to get clarity.
Here’s why businesses love this feature:
⚡ Faster resolutions – Turn a chat into a call instantly and resolve queries quicker.
🤝 Higher trust – A real voice adds a personal, reliable touch to your brand.
🔄 Seamless experience – No app switching, no separate phone numbers. Everything happens on WhatsApp.
🗂️ All-in-one history – Calls + messages in the same chat thread, keeping the context intact.
In short → It makes your customer experience smoother, faster, and more professional.
📌 Common Use Cases
Here’s how real businesses use the Incoming WhatsApp Calling API:
Customer Support Escalation → If a customer is stuck, switch to a quick call and solve instantly.
Sales Consultations → Talk through pricing, packages, or product details to close deals faster.
Order Confirmations → Let customers call in to confirm order details or clarify delivery instructions.
Technical Support → Guide customers through step-by-step troubleshooting in real time.
Lead Qualification → Speak to leads directly, answer questions, and increase conversion chances.
🚀 Key Features of DoubleTick WhatsApp Incoming Calls
DoubleTick makes the base WhatsApp Calling API even more powerful by adding useful business-ready features:
📞 Multiple Incoming Calls → Manage multiple customer calls without disruption.
🎙️ Call Recording → Every call is recorded automatically.
💾 Call Download → Recordings can be downloaded for training, audits, or compliance.
📂 Call Logs (left-side panel):
Sections: All Calls & My Calls
Sub-categories: All, Missed, Declined
Filters: by Date Range, Team Member, WABA (if multiple enabled), and Tags
🔗 Chat + Call Sync → Calls show up directly inside the same chat thread with timestamps & recording links.
💳 Easy Billing → Per-minute charges are auto-deducted from your DoubleTick wallet.
⚖️ Limitations to Keep in Mind
To avoid surprises, here are the current limitations:
Only voice calls are supported (video calling not available yet).
Currently limited to incoming calls (outbound calls rolling out soon).
Eligibility requirement: WABA must be in the 1K+ tier.
Geographic availability: Supported everywhere except USA, Canada, Turkey, Egypt, Vietnam, Nigeria (for business-initiated calls).
💰 Pricing & Per-Minute Charges
To enable WhatsApp Calling, you need to purchase an addon from your DoubleTick account.
Billing has two parts:
Monthly platform fee (addon cost)
Per-minute call charges (based on customer’s country)
Charges are deducted directly from your DoubleTick wallet.
📌 Detailed per-minute rates are available here: [View Call Rates]
🔒 Role Permissions for WhatsApp Calls
Admins can manage who in the team has access to WhatsApp Calling by configuring Role Permissions in DoubleTick. Under Roles → Call Management, you’ll find these options:
📞 Initiate Call Ability to start outgoing calls (once outbound calling is live).
⚙️ Modify Call Settings Ability to update and change call-related settings.
☎️ Receive Call Ability to answer incoming WhatsApp calls directly inside DoubleTick.
📂 View Call Log Ability to view all call history, including missed, declined, and completed calls.
👉 With these permissions, you can give:
Support Agents → “Receive Call” only.
Supervisors → “View Call Log” + “Receive Call”.
Managers/Admins → All permissions for full control.
This ensures only the right team members can pick up calls, view logs, or modify call settings, keeping your operations secure and organized.
🛒 How to Purchase & Enable WhatsApp Calls
Getting started is quick and simple:
Log in to your DoubleTick account
Go to Settings → Billings & Invoices → Purchase Addons
Scroll down to WA Calls
Click Add to Cart & Purchase
🎯 Why This Matters for You
With DoubleTick’s Incoming WhatsApp Calling API, you:
Deliver a more human, personal touch to customers
Keep calls + messages organized in one place
Improve response time & trust
Never lose track — thanks to logs, filters, and recordings
This isn’t just another feature. It’s a new way of building stronger, real-time relationships with your customers.
Last updated